Executive Resolution Manager

Job Overview

Join the Office of the President (OOP) Executive Team as a full-time Executive Resolution Manager and be a part of our world class customer support team. OOP handles high velocity customer escalations on behalf of Intuit's Executive staff by working directly with customers and collaborating internally across all of Intuit’s Business Units (BUs) in effort to quickly achieve issue resolution. Our team is an Ambassador to the Intuit brand and works to  learn from trending issues to eliminate customer pain points for not only the customer who escalated, but for all customers facing the issue. We seek individuals who are passionate about delivering world-class customer experience and a deep commitment to influencing and driving systemic change throughout the ecosystem. Ideal candidates are detail-oriented, have extreme-ownership, bias for action and customer obsession mindsets, and have a thorough understanding of Intuit products and services

Responsibilities

• As an Intuit Ambassador, conduct yourself in a way that represents our brand positively.
• Serve as the primary point of contact and Case Manager for executive escalations, managing the entire process from start to finish.
• Utilize OOP's case management system to effectively track and prioritize escalations, and collaborate with internal teams to achieve timely issue resolution.
• Communicate confidently and effectively with customers, executives, and cross-functional stakeholders throughout the escalation process, providing regular updates as needed including a close-loop resolution summary.
• Analyze customer concerns and provide timely recommendations to improve products, services, and processes across the organization.
• Conduct deep dives on customer journeys leading to escalation, leveraging existing data to support the voice of the customer mechanisms across the company.
• Use Root Cause Analysis to identify the underlying cause of problems and develop clear and concise Executive Summaries to summarize the preventative actions taken.
• Build and maintain positive relationships with internal stakeholders and cross-functional teams, promoting effective collaboration and improving operational efficiencies across the company.
• Using insights gathered from OOP escalation to design improve experiences for Customers, working with business unit customer experiences team
• In summary, the Executive Resolution Manager role requires someone who can not only manage complex and high-visibility customer escalations but also communicate effectively and collaborate cross-functionally to drive change and improve the overall customer experience. This person should have a deep understanding of Intuit's products and services, be able to analyze data and insights to inform decision-making, and be comfortable leading and influencing others without direct authority. Additionally, this person should have a strong focus on customer empathy, problem-solving, and attention to detail, while being able to adapt to changing priorities and business needs.

Qualifications

General

• Flexible and adaptable to work occasional weekend shifts and adjust to business needs
• Effective communicator that can quickly adjust elevation across varying levels of employees up to CEO
• Ability to communicate technical concepts and jargon in a clear and easy-to-understand way for non-technical audiences.
• Demonstrated ability to work independently and within a team, with strong organizational and time management skills
• Detail-oriented and can manage complex assignments, exercising good judgment in decision-making
• Bachelor's Degree Preferred

Executive & Stakeholder Management

• Analytical thinker who makes data-driven decisions and transforms insights into actionable plans
• Exceptional communication skills, including business writing and presentations across different levels of the organization
• Ability to use data to motivate, inspire, and drive implementation of innovative and best-in-class improvements
• Proven track record in leveraging data and insight-backed strategies to drive execution
• Strong cross-functional collaboration skills with a "win-together mentality"
• Able to navigate complex and matrixed organizational structures, build trust, and influence stakeholders at all levels.
• Experience with developing and implementing communication strategies for high-stakes or sensitive situations, such as managing executive escalations.
• Ability to coach and train team members and colleagues on effective communication skills, both written and oral.
• Comfortable working in a fast-paced, high-pressure environment while maintaining a calm and professional demeanor.

Project Management

• Strong project management skills to prioritize and drive cross-functional initiatives
• Demonstrated understanding of project management processes, strategies, and methods
• Business acumen and creativity to generate innovative ideas and identify new opportunities to advance the business

Customer Facing

• Ability to de-escalate and empathize with customers, providing excellent and highly detailed customer service
• Proven record of solving complex customer inquiries, with high visibility to Executive Leadership
• Familiarity with multiple Intuit product lines (preferred)